Job Description

We are seeking a dedicated and experienced Online Customer Service Supervisor with exceptional English language skills in reading, writing, listening, and spoken communication. This role involves supervising a team of Online Customer Service Representatives, ensuring they provide top-notch customer service while maintaining effective communication skills. While automotive suspension and mechanical experience is not mandatory, it would be a valuable asset. Additionally, 4WD experience is desirable but not required. The successful candidate will play a crucial role in leading the team and ensuring they meet our service standards.

• Team Leadership: Provide leadership and guidance to a team of Online Customer Service Representatives to ensure they deliver exceptional service and meet performance targets.

• Respond to Customer Inquiries: Provide prompt and accurate responses to customer inquiries via online messaging channels.

• Customer Interaction Oversight: Monitor and review customer interactions conducted by the team to ensure professionalism, courtesy, and adherence to company standards.

• Product Knowledge: Acquire and share a basic understanding of our automotive products and services with the team to enable them to assist customers effectively. As well to respond to customers yourself with your knowledge.

• Issue Resolution Support: Assist the team in troubleshooting and resolving complex customer issues related to our products or services. As well as respond to messages yourself.

• Documentation Management: Oversee and ensure the accurate maintenance of detailed records of customer interactions, including inquiries, complaints, and resolutions, by team members.

• Team Collaboration: Foster a collaborative environment within the team, encouraging knowledge sharing and best practices among team members.

• Training Coordination: Coordinate and facilitate training sessions for the team, conducted by yourself supported by video training assets, to ensure all team members adhere to our customer service protocols and standards.

• Maintain Professionalism: Ensure all interactions with customers are conducted with the utmost professionalism and courtesy